What are the responsibilities and job description for the Guide (Customer) Success Representative position at Guidesly?
Who We Are:
Guidesly is revolutionizing the outdoor recreation industry by connecting guides and instructors to their guests through innovative SaaS platforms and mobile applications. As a dynamic start-up rooted in a culture of hard work and innovation, we leverage AI technologies to empower outdoor guides and help them grow their businesses.
What you’ll do:
As a Guide Support Representative, you will play a critical role in fostering product adoption, training, and increasing utilization among our guides and instructors. Reporting to the Guide Success Manager, you will provide hands-on support, deliver engaging training sessions, and proactively be a resource for guides navigating our SaaS tools. This role requires a deep understanding of the fishing and hunting industries, a passion for helping small businesses thrive, and a willingness to travel intermittently for live events and training.
Key Responsibilities:
Product Support & Adoption:
Act as the primary point of contact for guides using our platforms, ensuring they have the tools and knowledge to succeed.
Collaborate with the product team to provide feedback and improve the user experience.
Be responsible for new guide onboarding success, driving key performance metrics for product adoption, and maximizing platform utilization through both outbound and inbound engagement activities.
Training & Enablement:
Design and deliver in-person and virtual training sessions tailored to the needs of outdoor recreation guides.
Develop user guides, FAQs, and training materials to support product usage, increase guide engagement and build community.
Travel as needed to provide live on-site training and support at events or guide meetups.
Industry Expertise & Advocacy:
Build strong relationships with guides by speaking their language and understanding their unique challenges.
Act as an advocate for the guide community within Guidesly, ensuring their needs are heard and addressed.
Stay current on trends and innovations in the fishing and hunting industries to better serve guides.
Event and In-Person Support:
Represent Guidesly at industry events, conferences, and guide gatherings, showcasing the value of our platforms, services and technology.
Coordinate logistics for training and engagement opportunities during events and engagements.
Qualifications:
Demonstrated knowledge or experience in fishing, hunting, or the broader outdoor recreation industry.
Strong interpersonal and communication skills, with an ability to connect with diverse individuals.
Previous experience in SaaS customer support, training, or related roles is a plus.
Self-motivated, adaptable, and excited to thrive in a start-up environment.
Willingness to travel occasionally for events and training sessions.
Passion for empowering small businesses and helping them succeed.
Why Join Us:
Work in the heart of Buffalo’s innovative Seneca One building.
Be part of a collaborative, AI-driven company culture focused on empowering guides and providing strong growth opportunities for motivated individuals.
Enjoy opportunities to travel and immerse yourself in the outdoor recreation community.
Play a key role in shaping the future of the guide and instructor industry.
Apply today and help us support guides in building thriving outdoor recreation businesses!
